Premium Support

Premium support adds personal touch and a team of highly experienced engineers and consultants to your cloud service

The Catalyst Cloud is a service available to and used by customers ranging from individual developers to large enterprises. The levels of support required by them vary. To cater for their needs, Catalyst has put in place the following premium support offerings:

Bronze

Silver

Gold

Platinum

24x7x365 delivery of the cloud services

✓

✓

✓

✓

Documentation, white papers and best-practice guides

✓

✓

✓

✓

Billing support

✓

✓

✓

✓

Incident management (break/fix tickets)

8x5 support tickets

24x7 support tickets or phone

24x7 support tickets or phone

Target response time for priority one incidents

< 1 business day

< 1 hour

< 15 minutes

Architecture support

Best practice

Use-case specific

Application architecture

Consultative tickets (“How to” questions)

Phone, email

Phone, email, face-to-face

Dedicated technical account manager

✓

Price

Included

$180 per month

Greater of $1,000 / month or 10% of monthly usage

Greater of $20,000 / month or 10% of monthly usage

Support scope

The premium support covers development and production issues for all products and services offered by the Catalyst Cloud. This includes:

Incidents affecting services provided by the Catalyst Cloud

Troubleshooting issues with the APIs, management console or other tools provided by the Catalyst Cloud

Questions related to the use of the services or best practices in the use of the cloud.

Premium support does not include:

Code development

Performing system administration tasks

Premium support assumes that our advice is being provided to experienced systems administrators, developers and IT staff. Please contact your Catalyst account manager or one of our partners if you need additional system administration, software development or system integration tasks.

Contact methods

Access to our support portal is provided to Silver, Gold and Platinum premium support customers. The support portal allows customers to open a support request, interact with Catalyst support engineers and track its status until it is resolved.

Gold and Platinum customers have access to an emergency line and can request Catalyst to call back on any phone number.

Platinum customers have direct access to their account manager.

Response times and resolution

The target response time for incidents is based on their severity level. We will use all reasonable efforts to meet the following response times:

Severity level

Response time

Available for

Critical

15 minutes

Platinum

Urgent

1 hour

Platinum, Gold

High

4 hours

Platinum, Gold

Normal

1 day

Platinum, Gold, Silver

Low

2 days

Platinum, Gold, Silver

We consider an incident resolved when:

The service levels have been restored to normal

The root cause lies with third party software being used by you

You fail to follow up on actions or questions from Catalyst for five days